Picture 1 of 1
Picture 1 of 1
Effective Help Desk Specialist Skills by Darril Gibson 2014, Hardcover New Book
US $93.55
Approximately£73.72
or Best Offer
Condition:
2 available
Postage:
Located in: Tujunga, California, United States
Delivery:
Estimated between Tue, 25 Jun and Sat, 29 Jun to 43230
Returns:
Payments:
Shop with confidence
Seller assumes all responsibility for this listing.
eBay item number:185835499255
Item specifics
- Condition
- Book Title
- Effective Help Desk Specialist Skills
- Signed
- No
- Ex Libris
- No
- Narrative Type
- Nonfiction
- Original Language
- English
- Inscribed
- No
- Subject
- Industries / Computers & Information Technology, Hardware / General, Certification Guides / General, Data Processing
- Vintage
- No
- Personalize
- No
- Year
- 2014
- Era
- 2010s
- Personalized
- No
- Topic
- Books, Help
- Country/Region of Manufacture
- United States
- ISBN
- 9780789752406
- Subject Area
- Computers, Business & Economics
- Publication Name
- Effective Help Desk Specialist Skills
- Publisher
- Cisco Press
- Item Length
- 10.1 in
- Publication Year
- 2014
- Type
- Textbook
- Format
- Hardcover
- Language
- English
- Item Height
- 0.8 in
- Item Weight
- 36.8 Oz
- Item Width
- 8 in
- Number of Pages
- 456 Pages
About this product
Product Identifiers
Publisher
Cisco Press
ISBN-10
0789752409
ISBN-13
9780789752406
eBay Product ID (ePID)
201672310
Product Key Features
Number of Pages
456 Pages
Publication Name
Effective Help Desk Specialist Skills
Language
English
Subject
Industries / Computers & Information Technology, Hardware / General, Certification Guides / General, Data Processing
Publication Year
2014
Type
Textbook
Subject Area
Computers, Business & Economics
Format
Hardcover
Dimensions
Item Height
0.8 in
Item Weight
36.8 Oz
Item Length
10.1 in
Item Width
8 in
Additional Product Features
Intended Audience
Scholarly & Professional
LCCN
2014-949750
Dewey Edition
23
Illustrated
Yes
Dewey Decimal
004.068
Synopsis
All of today's help desk support skills, in one easy-to-understand book The perfect beginner's guide: No help desk or support experience necessary Covers both "soft" personal skills and "hard" technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology-and practically everyone needs help to use it well. Organizations deliver that assistance through help desks . This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you'll need: technical and personal . In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You'll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: * How the modern help desk has evolved * Understanding your users' needs, goals, and attitudes * Walking through the typical help desk call * Communicating well: listening actively and asking better questions * Improving interactions and handling difficult situations * Developing positive attitudes, and "owning" the problem * Managing your time and stress * Supporting computers, networks, smartphones, and tablets * Finding the technical product knowledge you need * Protecting the security of your users, information, and devices * Defining, diagnosing, and solving problems, step by step * Writing it up: from incident reports to documentation * Working in teams to meet the goals of the business * Using ITIL to improve the services you provide * Calculating help desk costs, benefits, value, and performance * Taking control of your support career Powerful features make it easier to learn about help desk careers! * Clear introductions describe the big ideas and show how they fit with what you've already learned * Specific chapter objectives tell you exactly what you need to learn * Key Terms lists help you identify important terms and a complete Glossary helps you understand them * Author's Notes and On The Side features help you go deeper into the topic if you want to * Chapter Review tools and activities help you make sure you've learned the material Exclusive Mind Mapping activities! * Organize important ideas visually-in your mind , in your words * Learn more, remember more * Understand how different ideas fit together, All of today's help desk support skills, in one easy-to-understand book The perfect beginner's guide: No help desk or support experience necessary Covers both "soft" personal skills and "hard" technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology-and practically everyone needs help to use it well. Organizations deliver that assistance through help desks . This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you'll need: technical and personal . In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You'll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: - How the modern help desk has evolved - Understanding your users' needs, goals, and attitudes - Walking through the typical help desk call - Communicating well: listening actively and asking better questions - Improving interactions and handling difficult situations - Developing positive attitudes, and "owning" the problem - Managing your time and stress - Supporting computers, networks, smartphones, and tablets - Finding the technical product knowledge you need - Protecting the security of your users, information, and devices - Defining, diagnosing, and solving problems, step by step - Writing it up: from incident reports to documentation - Working in teams to meet the goals of the business - Using ITIL to improve the services you provide - Calculating help desk costs, benefits, value, and performance - Taking control of your support career Powerful features make it easier to learn about help desk careers - Clear introductions describe the big ideas and show how they fit with what you've already learned - Specific chapter objectives tell you exactly what you need to learn - Key Terms lists help you identify important terms and a complete Glossary helps you understand them - Author's Notes and On The Side features help you go deeper into the topic if you want to - Chapter Review tools and activities help you make sure you've learned the material Exclusive Mind Mapping activities - Organize important ideas visually-in your mind , in your words - Learn more, remember more - Understand how different ideas fit together, All of today's help desk support skills, in one easy-to-understand book The perfect beginner's guide: No help desk or support experience necessary Covers both "soft" personal skills and "hard" technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology-and practically everyone needs help to use it well. Organizations deliver that assistance through help desks . This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you'll need: technical and personal . In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You'll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: - How the modern help desk has evolved - Understanding your users' needs, goals, and attitudes - Walking through the typical help desk call - Communicating well: listening actively and asking better questions - Improving interactions and handling difficult situations - Developing positive attitudes, and "owning" the problem - Managing your time and stress - Supporting computers, networks, smartphones, and tablets - Finding the technical product knowledge you need - Protecting the security of your users, information, and devices - Defining, diagnosing, and solving problems, step by step - Writing it up: from incident reports to documentation - Working in teams to meet the goals of the business - Using ITIL to improve the services you provide - Calculating help desk costs, benefits, value, and performance - Taking control of your support career Powerful features make it easier to learn about help desk careers! - Clear introductions describe the big ideas and show how they fit with what you've already learned - Specific chapter objectives tell you exactly what you need to learn - Key Terms lists help you identify important terms and a complete Glossary helps you understand them - Author's Notes and On The Side features help you go deeper into the topic if you want to - Chapter Review tools and activities help you make sure you've learned the material Exclusive Mind Mapping activities! - Organize important ideas visually-in your mind , in your words - Learn more, remember more - Understand how different ideas fit together, This is today's most complete, practical, and up-to-date guide to succeeding as a help desk professional. Leading technology instructor and consultant Darril Gibson thoroughly explains each of today's help desk support roles, and fully covers all essential skill sets, both technical and personal. Reflecting his extensive classroom and field experience, he presents exceptionally clear and relevant objectives and summaries, backed with realistic case studies, hands-on projects, exercises, and multiple-choice review questions., All of today's help desk support skills, in one easy-to-understand book The perfect beginner's guide: No help desk or support experience necessary Covers both "soft" personal skills and "hard" technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology-and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you'll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You'll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: * How the modern help desk has evolved * Understanding your users' needs, goals, and attitudes * Walking through the typical help desk call * Communicating well: listening actively and asking better questions * Improving interactions and handling difficult situations * Developing positive attitudes, and "owning" the problem * Managing your time and stress * Supporting computers, networks, smartphones, and tablets * Finding the technical product knowledge you need * Protecting the security of your users, information, and devices * Defining, diagnosing, and solving problems, step by step * Writing it up: from incident reports to documentation * Working in teams to meet the goals of the business * Using ITIL to improve the services you provide * Calculating help desk costs, benefits, value, and performance * Taking control of your support career Powerful features make it easier to learn about help desk careers! * Clear introductions describe the big ideas and show how they fit with what you've already learned * Specific chapter objectives tell you exactly what you need to learn * Key Terms lists help you identify important terms and a complete Glossary helps you understand them * Author's Notes and On The Side features help you go deeper into the topic if you want to * Chapter Review tools and activities help you make sure you've learned the material Exclusive Mind Mapping activities! * Organize important ideas visually-in your mind, in your words * Learn more, remember more * Understand how different ideas fit together
LC Classification Number
HD30.2.G557 2015
Copyright Date
2015
ebay_catalog_id
4
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:185835499255
Post to me
Item location:
Tujunga, California, United States
Posts to:
Afghanistan, Albania, Algeria, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan Republic, Bahamas, Bahrain, Bangladesh, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde Islands, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Costa Rica, Cyprus, Czech Republic, Côte d'Ivoire (Ivory Coast), Democratic Republic of the Congo, Denmark, Djibouti, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Fiji, Finland, France, Gabon Republic, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Mauritania, Mauritius, Mexico, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Netherlands, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Republic of Croatia, Republic of the Congo, Romania, Rwanda, Saint Kitts-Nevis, Saint Lucia, Saint Vincent and the Grenadines, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, South Africa, South Korea, Spain, Sri Lanka, Suriname, Swaziland, Sweden, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Uganda, United Arab Emirates, United Kingdom, Uruguay, Uzbekistan, Vanuatu, Vatican City State, Vietnam, Wallis and Futuna, Western Samoa, Worldwide, Yemen, Zambia, Zimbabwe
Excludes:
Barbados, French Guiana, French Polynesia, Guadeloupe, Libya, Martinique, New Caledonia, Reunion, Russian Federation, Ukraine, Venezuela
| Postage and packaging | To | Service | Delivery*See Delivery notes |
|---|---|---|---|
| US $5.61 (approx £4.42) | United States | Economy Delivery (USPS Media MailTM) | Estimated between Tue, 25 Jun and Sat, 29 Jun to 43230 |
| US $7.99 (approx £6.30) | United States | Expedited Delivery (USPS Priority Mail Flat Rate Envelope®) | Estimated between Fri, 21 Jun and Tue, 25 Jun to 43230 |
| Dispatch time |
|---|
| Will usually dispatch within 1 working day of receiving cleared payment. |
| Taxes |
|---|
| Taxes may be applicable at checkout. Learn moreLearn more about paying tax on eBay purchases. |
Returns policy
| After receiving the item, cancel the purchase within | Refund will be given as | Return postage |
|---|---|---|
| 30 days | Money back | Buyer pays for return postage |
Refer to eBay return policyopens in a new tab or window for more details. You're covered by the eBay Money Back Guaranteeopens in a new tab or window if you receive an item that is not as described in the listing.
The buyer is responsible for return postage costs.
| Return policy details |
|---|
| Returns accepted |
Most purchases from business sellers are protected by the Consumer Contract Regulations 2013 which give you the right to cancel the purchase within 14 days after the day you receive the item. Find out more about your rights as a buyer and exceptions.
Payment details
Payment methods
Popular categories from this shop
Registered as a private seller
Thereby, consumer rights stemming from EU consumer protection law do not apply. eBay buyer protection still applies to most purchases.
Seller Feedback (577)
t***o (605)- Feedback left by buyer.
Past year
Verified purchase
Good Seller. Great communication.
9***l (6)- Feedback left by buyer.
Past year
Verified purchase
as described, fast shipping
0***8 (15)- Feedback left by buyer.
Past 6 months
Verified purchase
Good experience
Product ratings and reviews
More to explore:
- Non-Fiction Help Hardcover Books,
- Non-Fiction Psychology & Help Self-Help Hardcover Books,
- Non-Fiction Psychology & Help Self-Help Hardcover Illustrated Books,
- Non-Fiction Self-Help Hardcover Books,
- Non-Fiction Psychology & Help Hardcover Books,
- Self-Help Psychology and Help Books,
- New Age Non-Fiction Hardcover Books,
- Hardcovers Books,
- Psychology & Help Antiquarian & Collectable Books,
- Psychology & Help CD Audio Books